Liam Miao The client wanted to conduct interviews with ECPs to get a better understanding of how they could be better supported and eventually to enable ECPs to sell glasses better. They would like to learn how the current suite of analogue & digital tools is used, experienced and rated, as well as to uncover requirements and needs on a functional and emotional level.
Business Question
Approach
As part of the global interviews, we were responsible for 7 sessions with ECPs in Hong Kong.
During the sessions, ECPs talked about the tools they were using during the lens consultation process and shared point of views on how they could be fully supported during the lens consultation process with their clients in order to improve the service and increase the sales productivity.
Outcome
This study concluded that ECP’s pain points were mainly about the initial communication with customers and presentation of progressive lens.
ECPs in general were quite used to pen-and-paper communication during lens consultation. However, they did see the benefits of using digital tools. But the adoption of digital tools still faces many challenges.
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